Certification Support Specialist; Education Specialist II

Position: Certification Support Specialist (Education Specialist II)
MISSION:
The Texas Education Agency (TEA) will improve outcomes for all public-school students in the state by providing leadership, guidance, and support to school systems.

Core Values:

* We are Determined:
We are committed and intentional in the pursuit of our main purpose, to improve outcomes for students.

* We are People-Centered:
We strive to attract, develop, and retain the most committed talent, representing the diversity of Texas, each contributing to our common vision for students.

* We are Learners:
We seek evidence, reflect on success and failure, and try new approaches in the pursuit of excellence for our students.

* We are Servant Leaders:
Above all else, we are public servants working to improve opportunities for students and provide support to those who serve them.

New hires, re-hires, and internal hires will typically receive a starting salary between the posted minimum and the average pay of employees in their same classification. Offers will be commensurate with the candidate's experience and qualifications and will thoughtfully consider internal pay equity for agency staff who perform similar duties and have similar qualifications. The top half of the posted salary range is generally reserved for candidates who exceed the requirements and qualifications for the role.

The maximum salary range is reserved for candidates that far exceed the required and preferred qualifications for the role.

Position Overview:

The Education Specialist II (Certification Support Specialist) performs moderately complex, journey‑level work supporting educator certification and credential review functions within the Division of Educator Certification. This position serves as a key point of contact for applicants and stakeholders by providing technical assistance, credential review support, resolving customer inquiries, and ensuring consistent application of certification requirements. This role contributes to timely, accurate service delivery by reviewing applications and documentation, preparing standard correspondence, monitoring service‑level objectives, and escalating complex or policy‑related issues as appropriate.

In addition to application processing and customer support, the position provides administrative and operational support for the division of Educator Certification, including monitoring shared inboxes, coordinating internal follow‑up, refund tracking, and reviewing child support‑related documents in accordance with established procedures. The Education Specialist II works under general supervision, exercises independent judgment within defined guidelines, and collaborates regularly with License and Permit Specialists and other internal teams to support efficient operations and continuous improvement.

This is an individual contributor role that reports directly to the Deputy Director of Customer Support and Service. While this position is primarily virtual, periodic in person attendance is required for agency directed activities such as trainings, presentations, meetings, or project based work.

Please note that a resume, tailored cover letter, and short answer responses are required attachments for applying to this position. Incomplete applications will not be considered. Applicants who are strongly being considered for employment must submit to a national criminal history background check.

The nature of this role requires seasonal presence in Austin as requested.

Essential Functions

Job duties are not limited to the essential functions mentioned below. You may perform other functions as assigned.

1. Customer Service Issue Resolution and Monitoring:
Performs moderately complex customer service and program support work by serving as a point of escalation for customer inquiries received through phone and help desk ticketing systems. Remains available during business work hours to support call and ticket escalations within the specialist's scope of responsibility. Monitors the help desk ticket queue to ensure service‑level objectives and performance targets are met, including response and resolution expectations.

Independently reviews, researches, and resolves help desk tickets related to…